V2 Rubric Detail — c44ac0fe-65ab-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 15:39
Duration
6m 9s
Contact
Sheila Mcsweeney
Issue Type
Feature Question
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00123355
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet/Dropping connection

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication4.00/5
Protocol3.00/5
Efficiency5.00/5
Overall4.0/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall95.8% (+15.8)

V2 Grader Summary

The agent correctly resolved a straightforward request to modify the Wi-Fi name by confirming the action was safe and explaining the impact on connected devices. Guidance was technically accurate, customer-centered, and required no escalation. Despite minimal diagnostics, the simplicity of the issue justified the direct resolution, resulting in a successful outcome.

V1 Case Analysis

Customer asked about removing underscore from SSID. Agent confirmed it is safe, password remains unchanged, but all devices will disconnect and require manual reconnection. No model or serial collected.

Troubleshooting Steps
  • Confirmed that SSID can be edited without affecting password.
  • Explained that all devices will disconnect and must be reconnected after the change.
Key Observations
  • Agent provided accurate technical information about SSID modification and its impact on connected devices.
  • Call was efficient with no loops or redundant steps; agent stayed focused on the customer's question.
  • Agent did not collect product model, serial number, or warranty information, which is a protocol gap even for feature questions when device-specific behavior could vary.
  • No validation was performed post-advice; outcome remains unconfirmed, limiting resolution strength.
  • Customer had prior unresolved app association issue but agent did not acknowledge or connect it to current context.
Positive Highlights
  • Accurate and clear explanation of SSID change consequences, including device disconnection and reconnection requirements.
  • Confirmed that password remains unchanged, preventing potential confusion.
  • Maintained calm, professional tone and allowed customer to proceed at their comfort level.
  • Efficiently handled a self-service-ready query without overcomplicating or redirecting unnecessarily.
Agent Errors / Gaps
  • Did not ask for or record the router model or serial number, missing an opportunity to confirm SSID-editing capability is supported on the specific device (e.g., older or firmware-limited models may restrict special characters).
  • Failed to acknowledge or address the customer’s prior issue with app association ([01:00]), which may be related to device compatibility or setup state.
  • Did not confirm whether the customer could access the router interface or needed guidance on how to reach it (e.g., myrouter.local, 192.168.1.1), assuming access without verification.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent confirmed the customer could delete the underscore in the Wi-Fi name and correctly explained that devices would disconnect and need reconnection, resolving the customer's core concern.
R2 Met Diagnostic thoroughness conf 97%
The issue was a simple configuration question; agent provided accurate, direct guidance without unnecessary troubleshooting, which was appropriate for the scenario.
R3 Met Correct resolution path conf 96%
Agent selected the correct path—confirming a safe UI change—without overcomplicating or escalating, aligning with best-effort support standards regardless of warranty status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 94%
Agent identified the symptom (SSID edit request) but asked no diagnostic questions (e.g., router model, interface type) despite potential UI differences across models.
T2 Met Appropriate tools / resources used conf 97%
No tools were needed—this was a basic configuration question resolvable from documented UI behavior; agent acted appropriately without tool reliance.
T3 Met No misinformation conf 98%
Agent accurately stated that changing the SSID disconnects devices and password remains unchanged—factually correct per Linksys UI behavior.
Communication
C1 Met Clear & professional language conf 95%
Agent maintained control, responded promptly, confirmed understanding, and closed clearly—despite customer digressions about past calls and husband’s input.
C2 Met Confirmed understanding conf 96%
Agent used plain language, avoided jargon, and matched the customer’s conversational tone, confirming steps in accessible terms.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the interaction end-to-end, did not transfer, and offered continued support—demonstrating full ownership.
O2 Met Proactive follow-through conf 95%
Agent clearly stated the next step (change SSID, reconnect devices) and invited callback if issues arose—setting realistic expectations.
O3 Met Closure confirmation conf 94%
Agent used the customer’s email without re-asking and did not repeat prior steps, showing awareness of case continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—this was a simple configuration question within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent remained courteous, thanked the customer, acknowledged prior efforts, and offered further help—demonstrating empathy and professionalism.
X2 Met Tone & rapport conf 95%
Agent adapted to the customer’s informal, hesitant style, confirmed understanding, and kept engagement high throughout.
X3 Met Overall experience conf 97%
Agent avoided unnecessary repetition, did not require redundant actions, and gave a direct answer—minimizing customer effort.
Call Transcript10 turns · 12 lines
Speaker 1
Hi, yes, if you can, I've spoken to two of your colleagues over the last few days, but I'm hoping this might finish the, uh, questions. Um, what do you need from me? Yeah, it's a sheila rosewarne at hotmail.com. Yes, sierra hotel Echo India Lima Alpha Romeo Oscar Sierra Echo Whiskey Alpha Romeo November at hotmail.com.
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance.
00:00
Speaker 1
the email email Sheila Rose one at Hotmail.com, yeah. Sorry, can you just say again, please? Yes, that was the first thing, but then I was told that the app doesn't work with what I've got anyway. So I've I've moved on from there. What I'm trying to do now is connect an intruder alarm. Um, and I've just, um, been reading through some things and I just want to ask you, um, because the the, um, Dylan, who was the first one to help me, um, showed me to go into, um,
01:00
Speaker 2
Shiva Rose Warne at hotmail.com. [silence] It shows here that you were unable to associate the router with the LINX sys app. Is that the initial problem before? [silence] The initial problem was that you were unable to associate it with the LinksSys app.
01:00
Speaker 1
a laptop and sort out a couple of things. I've looked on the I've launched the linksy. um linksy's now. I've had to and I've had a quick look, but I I want to make sure I just wondered, you know, because the the people your colleagues have been extremely helpful, um, and and have told me to ring back if I need any help, more help. And I'm just wondering, it looks a bit too simple. But I'm just hoping that that it is a simple thing to do. If if I was to change the the router name, the main router name, all I want to do is take out the underscore in it. Um if I do that and I know I'll have to log into everything again, but is that all it all it takes is just to change it? Because it looks I've had a look at it and it's just a box and I can [silence] Delete the underscore and save it. Is that all it is? Oh, good. So, I could literally go in there and delete the underscore and then obviously nothing will work that I've put the, put the all the Wi-Fi credentials into, but I would have to go around and just change it all. Right. No, I don't think I don't think it matters. My husband's asking about the number of characters, but that doesn't matter, does it? Right. I mean, shall I just do it and um come back to you if I have any problems? Is that the best way of doing it? Um,
02:00
Speaker 2
Yes. Yes, that's correct. That's correct. yes, No, it doesn't. Yes, if you're currently busy or doing something.
04:00
Speaker 1
Yeah, Okay. Yeah, you're all very helpful, thank you. Because I was going to say I'll I'll do you mind if I just do it? Because all it is is deleting this underscore and I'm just going to see what happens to it. Is that okay? Yes. Yeah, so I better I better I'll do it on my own and then um, I'll reconnect my my plan and and my laptop so that I can use them. But literally, all I've got to do is change the wifi name on that that's correct, is it? And And obviously the password stays the same because the password Is okay now. So that should it Shouldn't Be a problem. Okay, I'll come back to.
05:00
Speaker 2
Things as well, you can always call us back so that we can, we're here to assist you with it. [silence] Yes, but once again as you already mentioned, the moment you change the Wi-Fi name or the Wi-Fi password, all your devices will get disconnected. So you will need to manually reconnect. [silence] Yes. [silence] All right.
05:00
Speaker 1
Thank you. Thank you so much for your help. Thank you. Bye.
06:00
Speaker 2
Thank you for calling Linksys, take care and have a great day. Bye-bye for now.
06:00